Lufthansa

I would like to share my extremely disappointing experience of my recent business class round-trip from Houston, TX to Haneda Airport in Tokyo with a stop in Austin, TX and a two-day layover in Frankfurt with Lufthansa. I am still paying the price, for my unforgettable mistake of booking flights LH716 from Frankfurt to Tokyo on March 22, 2023, and LH717 from Tokyo to Frankfurt on April 17, 2023.
To start, one of our bags was delayed for more than five (5) days, and the airline’s customer service at the Frankfurt Airport was unhelpful in resolving the issue.
During our return trip from Tokyo, we were assigned a seat in the lower deck of the business class section, which was broken, making the 11-hour and 40-minute flight extremely uncomfortable. When we brought this to the attention of the head flight attendant, she was apologetic, but did not offer any solution other than the manual manipulation of the seat, every time we needed to change its position. . Although the flight attendants offered to compensate us for the damaged seat, they changed their minds three (3) times, stating that the compensation was only offered to European travelers, not Americans.

Roundtrip FRA-GRU Mar-Apr. Staff at FRA excellent, GRU poor. Flight attendents both flights good.
Food was Eco only served on china and on the flight back had to ask extra if meet is still available for me as nr. 9 on the right side main deck. SkyChefs much better then GateGourmet. Service on the flight back started too late. It took the flight ateendent 30 min to get a paracetamol for my wife because only available in Eco.
Entertaintment system don’t work on the flight back. Not at all and not only my seat. Aircraft lavatories was clean. Seat is usable but no more up-to-date. LH waited too bring the new classes. The problem is the price for what you get. It is worse then 3 years ago but 30% more expensive (and will get more). And this not only because of high kerosine prices. We are looking for alternatives even if they are more expensive but we get what we paid for.

I have been flying with LH for many years and usually 3/4 times a year. I would only fly them. Loved them. Well, I am beyond disappointed with my last flight. I had booked months in advance my normal seat upstairs, when the time came, I saw on the ticket a different seat no. It was downstairs, ok, not happy but can cope. The nuts were ICE cold and drinks served with no finesse. We take off, cruising and not a soul to be seen. Looked for the slippers, which were a norm, nothing. The overnight bag was pathetic. Cheap as and just felt they couldn’t give a hoot. Food – so-so, no salt/pepper and meal looked a bit slap-up and deal with it. Seat broken and aircon dripping on me. Again, hard to find crew, who seemed to be too busy running up and down. Landed in Frankfurt. No luggage. Went to customer care, woman says just wait its coming. Eventually spoke to another lady, very helpful. Would send luggage to hotel. Overall, their whole attitude was just whatever. Their complete turn around from amazing to not again is so sad.

I am extremely disappointed with my experience with Lufthansa.

I was traveling with my mother to Hamburg to visit family. Our connecting flight from Frankfurt to Hamburg was cancelled 1.5 hours before we were supposed to take off. We even saw a plane at the gate when it was cancelled. The reasoning was because one of the runways was closed but that was all the information we received. We were given a train ticket to reach our destination but had to wait 3 days for luggage to be delivered. We did not purchase any clothes because each day we were told that we would receive it the next day.

Customer service was also very disappointing. It entirely depends on who you speak to. I would say 80% of the staff I spoke to throughout all of our issues were completely unhelpful. I will say that they ones that were able to help were very friendly and useful.

I will not be flying with Lufthansa again and I would not recommend anyone else do so either.

Dear Fellow Business Travelers,
I hope this message finds you well. I wanted to provide you with an update to my May 6, 2023 post, regarding the issues I faced with Lufthansa during my travel in March/April to and from Japan. I am pleased to inform you that my claims for the delayed baggage and the damaged business class chair have been successfully resolved.
I must also acknowledge the regrettable circumstances that led me to take extreme measures to bring these issues to the attention of Lufthansa’s upper management. After several formal claims submissions, and a note to one of their senior Vice Presidents, the matter was successfully resolved, It is unfortunate that such actions were necessary to ensure a satisfactory resolution. As fellow business travelers, I believe it is crucial that we hold airlines accountable for providing the quality of service we expect and deserve.